How to Launch Chat Support

[#1]

At PowerSchool, we’re dedicated to offering the tools and support you need to succeed. Our Chat Support experience combines AI technology with seamless access to live support, making it easier to get quick answers or personalized assistance. With our enhanced chat features, you’re always connected to the right resources for a smooth support journey.

Key Features

• Instant Answers: Our AI-powered assistant, available now for SchoolMessenger, PowerSchool SIS, Unified Talent, Enrollment, Naviance, Naviance for Elementary, Schoology, and PowerSchool Mobile provides instant answers to common questions. Additional products will gain AI support in 2025. 

• Seamless Transition: Switch effortlessly between AI assistance and live chat support.

• Case Management: Easily view and manage your cases through the chat window or Case Portal.

Accessing Chat Support

1. Log into the Community: To ensure the best experience, it is important that you log into the PowerSchool Community. Logging in confirms your level of access to support features. If you are not logged in, you will see support options for parents, students, and applicants, as well as for staff members of SchoolMessenger CMA, K-12 Social, and PermissionClick.
2. Navigate to Your Product: 
   • Hover over "Products" in the main menu on the PowerSchool Community homepage.
   • Select the product you need support for from the dropdown menu.
3. Open the PowerSchool Assistant: Click "Start New Chat" in the PowerSchool Assistant on the right side of the product page to begin.

Using the PowerSchool Assistant

1. Select Your Product: After clicking "Start New Chat," you’ll be prompted to select the product you need help with.

2. Follow the Guided Flow: The assistant will guide you through the next steps, depending on the product.

   • Ask a Question: Enter your question to get instant answers from the AI.
   • View Existing Case: Use this feature to look up the status, subject, last comment, and conclusion by entering the case number. For users with access to the Case Portal, you can also select Case Portal to view all cases in one place.
   • Log a Case: When logging a case, you will be prompted to enter additional details for our Support Engineers. You will then confirm the account associated with the case and receive a case number for tracking. Users with access to the Case Portal can add comments or attachments to the case.
   • Talk to a Support Engineer: This feature lets you connect with a live Support Engineer if you need real-time assistance. Enter the details of your issue, confirm the account, and you’ll be routed to a Support team member for help.

3. Selecting your Preferred Language

   If you're associated with an account in a country and using a product that offers additional language options, you can easily choose your preferred language from the Language field.

Video for All Users

Check out our demo video tailored for parents, students, and applicants. This video walks you through the new chat features and shows how to access support effectively.

Video for Technical Contacts and SSO-Enabled Users

Technical Contacts and SSO-enabled users can view our demo video, which showcases enhanced features for managing support inquiries and outlines how to utilize the AI assistant and live chat for a more efficient experience.

FAQs

Q: How can I keep the chat minimized while browsing the community?

A: To minimize the chat widget, click the “-” icon at the top right corner.

• The widget will remain minimized for 60 minutes or until you clear out cookies using the browser's clear cache and cookies feature.

Q: Can I still use the old Launch Chat Support feature under the Support menu? 

A: We have transitioned to our new, modern chat experience through our new chat feature for all customers except for Higher Ed.

Q: Is there a cost to use this new feature? 

A: This new AI-powered PowerSchool Assistant is part of our new support experience, and it is free for all customers with access to Support.  

Q: Will the Support hours stay the same? 

A: This new AI-powered PowerSchool Assistant will be available 24/7. Support Hours will not change. A transfer to a live agent will be available during the Support hours based on your product. 

Q: What do I do if I don’t see the new PowerSchool Assistant chat widget on my product page?  

• Browser settings 
  • Update Your Browser: Ensure you are using the latest version of your browser to access the latest features and security updates. 
  • Allow Pop-Ups: Enable pop-ups in your browser settings to ensure all features and notifications function correctly. 
  • If you still cannot see the chat widget, please Customer Support Operations Request Form
    Q: What is the best way to ask questions in the new chat feature? 

A: As AI powers our new PowerSchool Assistant, it is best to keep questions brief and ask only one at a time. For example, it is best to ask, “How do I reset my password?” rather than, “How do I reset my password and update my notifications?” 

Q: What happens if I can’t find an answer to my question? 

A: The PowerSchool Assistant will make several attempts to find the correct answer to your question by pulling from our resources on our PowerSchool Community. However, if it cannot find a helpful answer or understand your question, it will allow you to connect with a live support engineer.  

Q: Why does the PowerSchool Assistant not offer "Ask a Question" for my product? 

A: The PowerSchool Assistant will provide "Ask a Question" for products with approved content. We continue to work to approve content through the Assistant for each product.

Q: Will there be a case associated with my chat? 

A: If your chat requires assistance from a Support engineer, a case will be created.

[#2]

At PowerSchool, we’re dedicated to offering the tools and support you need to succeed. Our Chat Support experience combines AI technology with seamless access to live support, making it easier to get quick answers or personalized assistance. With our enhanced chat features, you’re always connected to the right resources for a smooth support journey.

Key Features

• Instant Answers: Our AI-powered assistant, available now for SchoolMessenger, PowerSchool SIS, Unified Talent, Enrollment, Naviance, Naviance for Elementary, Schoology, and PowerSchool Mobile provides instant answers to common questions. Additional products will gain AI support in 2025. 

• Seamless Transition: Switch effortlessly between AI assistance and live chat support.

• Case Management: Easily view and manage your cases through the chat window or Case Portal.

Accessing Chat Support

1. Log into the Community: To ensure the best experience, it is important that you log into the PowerSchool Community. Logging in confirms your level of access to support features. If you are not logged in, you will see support options for parents, students, and applicants, as well as for staff members of SchoolMessenger CMA, K-12 Social, and PermissionClick.
2. Navigate to Your Product: 
   • Hover over "Products" in the main menu on the PowerSchool Community homepage.
   • Select the product you need support for from the dropdown menu.
3. Open the PowerSchool Assistant: Click "Start New Chat" in the PowerSchool Assistant on the right side of the product page to begin.

Using the PowerSchool Assistant

1. Select Your Product: After clicking "Start New Chat," you’ll be prompted to select the product you need help with.

2. Follow the Guided Flow: The assistant will guide you through the next steps, depending on the product.

   • Ask a Question: Enter your question to get instant answers from the AI.
   • View Existing Case: Use this feature to look up the status, subject, last comment, and conclusion by entering the case number. For users with access to the Case Portal, you can also select Case Portal to view all cases in one place.
   • Log a Case: When logging a case, you will be prompted to enter additional details for our Support Engineers. You will then confirm the account associated with the case and receive a case number for tracking. Users with access to the Case Portal can add comments or attachments to the case.
   • Talk to a Support Engineer: This feature lets you connect with a live Support Engineer if you need real-time assistance. Enter the details of your issue, confirm the account, and you’ll be routed to a Support team member for help.

3. Selecting your Preferred Language

   If you're associated with an account in a country and using a product that offers additional language options, you can easily choose your preferred language from the Language field.

Video for All Users

Check out our demo video tailored for parents, students, and applicants. This video walks you through the new chat features and shows how to access support effectively.

Video for Technical Contacts and SSO-Enabled Users

Technical Contacts and SSO-enabled users can view our demo video, which showcases enhanced features for managing support inquiries and outlines how to utilize the AI assistant and live chat for a more efficient experience.

FAQs

Q: How can I keep the chat minimized while browsing the community?

A: To minimize the chat widget, click the “-” icon at the top right corner.

• The widget will remain minimized for 60 minutes or until you clear out cookies using the browser's clear cache and cookies feature.

Q: Can I still use the old Launch Chat Support feature under the Support menu? 

A: We have transitioned to our new, modern chat experience through our new chat feature for all customers except for Higher Ed.

Q: Is there a cost to use this new feature? 

A: This new AI-powered PowerSchool Assistant is part of our new support experience, and it is free for all customers with access to Support.  

Q: Will the Support hours stay the same? 

A: This new AI-powered PowerSchool Assistant will be available 24/7. Support Hours will not change. A transfer to a live agent will be available during the Support hours based on your product. 

Q: What do I do if I don’t see the new PowerSchool Assistant chat widget on my product page?  

• Browser settings 
  • Update Your Browser: Ensure you are using the latest version of your browser to access the latest features and security updates. 
  • Allow Pop-Ups: Enable pop-ups in your browser settings to ensure all features and notifications function correctly. 
  • If you still cannot see the chat widget, please Customer Support Operations Request Form
    Q: What is the best way to ask questions in the new chat feature? 

A: As AI powers our new PowerSchool Assistant, it is best to keep questions brief and ask only one at a time. For example, it is best to ask, “How do I reset my password?” rather than, “How do I reset my password and update my notifications?” 

Q: What happens if I can’t find an answer to my question? 

A: The PowerSchool Assistant will make several attempts to find the correct answer to your question by pulling from our resources on our PowerSchool Community. However, if it cannot find a helpful answer or understand your question, it will allow you to connect with a live support engineer.  

Q: Why does the PowerSchool Assistant not offer "Ask a Question" for my product? 

A: The PowerSchool Assistant will provide "Ask a Question" for products with approved content. We continue to work to approve content through the Assistant for each product.

Q: Will there be a case associated with my chat? 

A: If your chat requires assistance from a Support engineer, a case will be created.

[#3]

At PowerSchool, we’re dedicated to offering the tools and support you need to succeed. Our Chat Support experience combines AI technology with seamless access to live support, making it easier to get quick answers or personalized assistance. With our enhanced chat features, you’re always connected to the right resources for a smooth support journey.

Key Features

• Instant Answers: Our AI-powered assistant, available now for SchoolMessenger, PowerSchool SIS, Unified Talent, Enrollment, Naviance, Naviance for Elementary, Schoology, and PowerSchool Mobile provides instant answers to common questions. Additional products will gain AI support in 2025. 

• Seamless Transition: Switch effortlessly between AI assistance and live chat support.

• Case Management: Easily view and manage your cases through the chat window or Case Portal.

Accessing Chat Support

1. Log into the Community: To ensure the best experience, it is important that you log into the PowerSchool Community. Logging in confirms your level of access to support features. If you are not logged in, you will see support options for parents, students, and applicants, as well as for staff members of SchoolMessenger CMA, K-12 Social, and PermissionClick.
2. Navigate to Your Product: 
   • Hover over "Products" in the main menu on the PowerSchool Community homepage.
   • Select the product you need support for from the dropdown menu.
3. Open the PowerSchool Assistant: Click "Start New Chat" in the PowerSchool Assistant on the right side of the product page to begin.

Using the PowerSchool Assistant

1. Select Your Product: After clicking "Start New Chat," you’ll be prompted to select the product you need help with.

2. Follow the Guided Flow: The assistant will guide you through the next steps, depending on the product.

   • Ask a Question: Enter your question to get instant answers from the AI.
   • View Existing Case: Use this feature to look up the status, subject, last comment, and conclusion by entering the case number. For users with access to the Case Portal, you can also select Case Portal to view all cases in one place.
   • Log a Case: When logging a case, you will be prompted to enter additional details for our Support Engineers. You will then confirm the account associated with the case and receive a case number for tracking. Users with access to the Case Portal can add comments or attachments to the case.
   • Talk to a Support Engineer: This feature lets you connect with a live Support Engineer if you need real-time assistance. Enter the details of your issue, confirm the account, and you’ll be routed to a Support team member for help.

3. Selecting your Preferred Language

   If you're associated with an account in a country and using a product that offers additional language options, you can easily choose your preferred language from the Language field.

Video for All Users

Check out our demo video tailored for parents, students, and applicants. This video walks you through the new chat features and shows how to access support effectively.

Video for Technical Contacts and SSO-Enabled Users

Technical Contacts and SSO-enabled users can view our demo video, which showcases enhanced features for managing support inquiries and outlines how to utilize the AI assistant and live chat for a more efficient experience.

FAQs

Q: How can I keep the chat minimized while browsing the community?

A: To minimize the chat widget, click the “-” icon at the top right corner.

• The widget will remain minimized for 60 minutes or until you clear out cookies using the browser's clear cache and cookies feature.

Q: Can I still use the old Launch Chat Support feature under the Support menu? 

A: We have transitioned to our new, modern chat experience through our new chat feature for all customers except for Higher Ed.

Q: Is there a cost to use this new feature? 

A: This new AI-powered PowerSchool Assistant is part of our new support experience, and it is free for all customers with access to Support.  

Q: Will the Support hours stay the same? 

A: This new AI-powered PowerSchool Assistant will be available 24/7. Support Hours will not change. A transfer to a live agent will be available during the Support hours based on your product. 

Q: What do I do if I don’t see the new PowerSchool Assistant chat widget on my product page?  

• Browser settings 
  • Update Your Browser: Ensure you are using the latest version of your browser to access the latest features and security updates. 
  • Allow Pop-Ups: Enable pop-ups in your browser settings to ensure all features and notifications function correctly. 
  • If you still cannot see the chat widget, please Customer Support Operations Request Form
    Q: What is the best way to ask questions in the new chat feature? 

A: As AI powers our new PowerSchool Assistant, it is best to keep questions brief and ask only one at a time. For example, it is best to ask, “How do I reset my password?” rather than, “How do I reset my password and update my notifications?” 

Q: What happens if I can’t find an answer to my question? 

A: The PowerSchool Assistant will make several attempts to find the correct answer to your question by pulling from our resources on our PowerSchool Community. However, if it cannot find a helpful answer or understand your question, it will allow you to connect with a live support engineer.  

Q: Why does the PowerSchool Assistant not offer "Ask a Question" for my product? 

A: The PowerSchool Assistant will provide "Ask a Question" for products with approved content. We continue to work to approve content through the Assistant for each product.

Q: Will there be a case associated with my chat? 

A: If your chat requires assistance from a Support engineer, a case will be created.